Tribe Lead / Program Manager – Customer Service & Digital Transformation

We are looking for an experienced Tribe Lead / Program Manager to drive customer service transformation and operational excellence within a leading financial services organization across Belgium and the Netherlands.

📍 Location: Belgium / Benelux

💼 Experience: 10+ years

🗣️ Languages: Dutch, French and English

🏠 Work model: 50% on-site / 50% remote

The mission

• Define the business vision and strategic roadmap for customer service, after-sales and pre-collection journeys.

• Lead and prioritize the cross-squad product portfolio, maximizing business value and customer satisfaction.

• Drive digitalization, automation and AI initiatives, including contact-center solutions, chatbots, virtual agents and self-service capabilities.

• Improve operational efficiency, customer experience and cost-to-serve through process optimization.

• Manage strategic planning, KPIs, business cases and benefits realization.

• Ensure alignment with regulatory requirements, risk management and operational resilience.

• Lead and develop Product Owners and multidisciplinary teams, fostering Agile maturity and collaboration.

• Partner with senior management, IT, Operations, Risk and Compliance to deliver measurable business outcomes.

• 10+ years of experience in business leadership, operations, product management or digital transformation, ideally in financial services.

• Strong understanding of customer service, contact centers, after-sales and/or collection processes.

• Proven experience in digital transformation, automation, AI and portfolio management.

• Strong knowledge of Agile methodologies, product roadmaps and stakeholder management.

• Solid business and financial acumen, including business cases, budgets and value realization.

• Excellent leadership, communication and decision-making skills.

• Strategic, customer-oriented and results-driven, with a pragmatic and hands-on approach.

• Strong written and spoken communication skills in Dutch, French and English.